Customer Care Representative

NCR Grade Summary : At this level applies knowledge of routine work area procedures, completes standardized activities, resolves task related problems in straightforward situations and emphasis of work may be geared towards manual skills.

Job Profile:

• At an entry level, learns process and systems and applies this to the basic assignment/distribution of workload of CE’s in order to meet SLAs.
• Accepts and routes calls (high call volume)
• Gathers problem information and records data in desktop tools
• Monitors incident status and escalates cases that are not resolved in a specific timeframe
• Schedule customer installation activity
• Responsible for ensuring the customer's entitlement of services
• Provide phone support on Retail products, systems and various software products
• Provide accurate and creative solutions to user problems of moderate nature to maximize product or system availability;
• Take ownership of service request from customer and ensure timely and satisfactory resolution of problem.
• 24*7 rotational shift ( Night shifts )

Functional Skills & Competencies:

• Applies knowledge of:
• Problem routing, tracking and escalation procedures
• Advanced problem solving and troubleshooting skills
• Data entry software applications and related desktop tools
• Relationship building skills; Excellent communication skills, verbal and written as well as listening skills
• Possess strong customer service skills and be able to work in a dynamic team environment.

Education:

• High School/Diploma/Graduate or Equivalent.

Experience:

• 0-1 years of related experience.

Offers of employment are conditional upon passage of screening criteria applicable to the job